UCCE/PCCE ICM Components Processes - Logger

Let's continue our conversation about the ICM components processes (the beginning is here) and now it's time to discuss the second component of the ICM Central Controller - Logger. It goes hand in hand with the Router, and it is also called the database server. The Loggers are also always duplexed and are associated with a Call router. Therefore, we have Router A and Logger A, Router B and Logger B, and so on. These database servers are our SQL database servers providing storage for configuration and real-time information.

All data captured from the ACD/PBX systems, the carrier network, and the details of the routing decisions made by the Router is logged into an SQL Server database of the Logger. The Logger's database (Central Controller Database) contains the following types of information:

- Full configuration information for the enterprise;

- All routing scripts—current and, if you choose to save them, past versions;

- Event data;

- Call detail data;

- Five-minute summary data;

- Half-hour historical data.

The operation of the ICM Logger is ensured by the following main processes:

- Configuration Logger (configlogger) - stores configuration data in the Central Controller database. It manipulates configuration data.

- Historical Logger (histlogger) - stores historical data in the Central Controller database. It inserts historical data into TMP historical tables in the Logger database.

- Recovery (recovery) - recovers historical data using recovery keys. This process bulk copies historical data from the TMP historical tables to the actual historical tables. Recovers and synchronizes historical data with its partner Logger during failover if loggers are running duplex. It is also responsible for historical data purges in the Logger database based on configured retention parameters.

- Replication (replication) - replicates historical data from the Central Controller to the Historical Data Server (HDS) on an Administration & Data Server. Historical Data Replication must be selected in Logger setup. 

- Outbound Option Campaign Manager (campaignmanager) -  manages customer lists: provides customer records for every Dialer in the enterprise; determines when customers should be called again; maintains the “Do Not Call” list in memory. The Campaign Manager also sends real time and historical data to the Router and distributes configuration information to Dialer and Import processes.

- Outbound Option Import (baimport) - imports contact lists into the Outbound Option database; applies query rules to the contact table to build dialing lists; determines the GMT value for each phone based on the region prefix configuration.

To be continued...